I recently ran across the notes I took at the last Gartner Customer 360 Summit. The summit was insightful and challenged my thinking by bringing radically new and disruptive business models to the forefront. I hope you find the insights as valuable as I have.

I have broken down the key takeaways into three sections:

New mind-blowing business models enabled by disruptive technologies

Key insights for contact center professionals

Interesting stats/facts for the inner nerd in all of us

1. New Mind-Blowing Business Models Enabled by Disruptive Technologies

We all deal with continual change. However, there are some true disruptive forces at work challenging entrenched business models. If you would like to learn more, check out this great video that will take you deeper into the topic (you will need to create a free account to watch Peter Hinssen’s CIO Keynote).

Here are a few mind-blowing examples:

Airbnb doesn’t own any property yet has a higher market cap than Hilton